JW Marriott Marquis Hotel Dubai

Incrível e boa estadia. Bravo a toda a equipe. Bela vista para exercícios e café

Excelente localização do hotel, bons estabelecimentos e funcionários muito prestativos. Muito cortês e ansioso para ajudar. Me senti especial ficando aqui. Recomendações 100%

Overall, it was a good hotel worthy of a 5-star rating. We had to move rooms due to a broken bathroom door, and my family was happy that they upgraded us. However, the location was a bit inconvenient to walk around, and the attitude of some of the front desk staff was the most stiff compared to my experience in global 5-star hotels - even 4-star hotels. There was no smile, and they were very business-like, and they didn't seem to care about people who weren't used to Arabic English pronunciation. I think the facilities are important, but the friendliness of the hotel front desk is more important, so I'm not sure if I'll use it again next time.

Very impressive breakfast buffet with so much options. They even serve ice cream during breakfast lol The room is clean, although a bit old fashioned. The location is amazing and they have free shuttle to Dubai Mall (we didnt use that because uber is not that expensive).

We booked a staycation in Dubai to celebrate my birthday, hoping to enjoy some quality time together with my sister. Upon arrival, we were warmly greeted by Mr. Rodel, who assisted us with our luggage. He was extremely polite and accommodating, making us feel welcome from the very start. However, our experience at the reception during check-in was extremely disappointing. When we approached Mr. Abdelrahman at the front desk, he requested our IDs. I provided my Emirates ID since the room was booked under my name. Unfortunately, my sister had forgotten her physical ID and asked if an electronic copy would suffice. He immediately said, “No.” She explained that she had forgotten her ID, and I asked what we should do since we had travelled all the way from Abu Dhabi. I asked if they would accept me but not my sister, what would be the point? His response was once again a firm, “No, we need a physical ID. We cannot do anything about that.” Despite our efforts to explain the situation, he remained unyielding, insisting that only I would be accepted and not my sister. I was extremely frustrated and disappointed, so I requested to speak with the manager. Abdelrahman continued with the check-in process without further engagement. When the manager arrived, he explained that while the protocol does indeed require physical IDs, they would make an exception this time. My sister acknowledged that it was her mistake not to bring her physical ID, but the way Abdelrahman handled the situation was far from satisfactory. His repeated refusals, without offering any alternative solutions, were disappointing—especially considering this is a 5-star hotel. Proper customer service, particularly in the hospitality industry, involves more than just saying “No.” It requires understanding, empathy, and a willingness to assist guests to the best of one’s ability. After check-in, we were assisted by Mr. Choi, who helped us with our bags and escorted us to our room. His professionalism and courteous demeanour were a complete contrast to our earlier experience. Mr. Choi, along with Mr. Rodel, Mr. Gaurav, and Mr. Rozaldo, truly stood out during our stay. They were all incredibly helpful, polite, and welcoming, and they deserve recognition for their excellent customer service. Overall, our stay was pleasant, but the check-in experience left a negative impression. I hope the front desk staff receive further training in customer service, particularly in terms of empathy and problem-solving. A simple “No” is not the answer to every situation, especially when guests are looking for assistance.